Question 1

How Does Pricing Work at SideDoor?

Accepted Answer

Prices shown have standard threshold delivery shipping costs already included. There are no additional shipping charges added at checkout, unless you choose to add White Glove Delivery service.
 
Please note: the charge on your card will show up as SideDoor LLC, whether you are purchasing directly through links shared with you by your designer, or if you're purchasing through a designer's website. SideDoor handles purchasing process and order fulfillment.

Question 2

What is standard threshold delivery?

Accepted Answer

Threshold Deliveries will be protected from the weather by placing them in the closest dry area (porch, garage or inside the closest door of the dwelling). It does not include bringing your order inside, or any assembly. For that, please add on the White Glove Delivery service during checkout.

Question 3

What is White Glove Delivery?

Accepted Answer

White Glove Delivery includes bringing in the delivery to the desired room, unboxing, light assembly, and removal of all the packing material. Two flights of stairs are also included in this service.

Question 4

How are returns handled?

Accepted Answer

SideDoor does not accept returns, cancellations, or exchanges, as all pieces are shipped directly from the manufacturer. All sales are final.
 
Please Note: Customer must inspect all items at delivery (even if the delivery is threshold) and notate any damages before the delivery driver leaves for a damage claim to be accepted. We will need pictures of both the damage and packaging within 48 hours of delivery to initiate any replacement or repairs.

Question 5

What if something goes wrong with my order?

Accepted Answer

If you receive your order and there is damage or a manufacturer defect, please contact SideDoor customer service as soon as possible at info@onsidedoor.com.(mailto:info@onsidedoor.com) The SideDoor team will arrange repair or replacement as appropriate for the issue. Please provide the order number that the item is attached to, a picture of the shipping packaging that the item arrived in, and three pictures of the item itself showing the damage (2 up-close, and 1 from further away).

Question 6

How are pre-order questions answered?

Accepted Answer

For any questions before you place your order, please reach out to the designer or shop owner you are purchasing through. They will be happy to assist!

Question 7

How do I track the status of my order?

Accepted Answer

You will be sent email updates as your order goes through the shipping process. You can also create a customer profile during the purchasing process, so you can log-in and check your order status. If you check out as a guest, you will be unable to log-in and check your order status.

Question 8

My question wasn’t answered!

Accepted Answer

We are here to help you have the most seamless order process possible. If you have additional questions, reach out to info@onsidedoor.com.(mailto:info@onsidedoor.com) For post-purchase questions, email us at the same address or give us a call at (801) 508-4343

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